Technical Manual - Page 8
POLICIES
AND
PROCEDURES
LABOR RATE STRUCTURE
A warranty claim shall be defi ned as charges allowed, based upon a previously approved labor rate, accepted by
Dacor and the authorized service agency to make necessary repairs as specifi ed under the terms of the product
warranty. The negotiated rate is defi ned on the Contractors Rate Schedule. All deviations from this rate require
a Special Authorization (see Special Authorizations page7)
It is the policy of Dacor to negotiate service labor rates on an individual basis. Our intention is to be reasonable
and comparable for the market being serviced. The service labor rate, agreed to by the servicer, is factored to
include travel time, diagnostic and repair time.
TECHNICAL SUPPORT
Dacor has full time technical advisors available to help with diagnostics and problem solving. When contacting an
advisor you must have your authorized service agency number, the model and serial number of the product, and the
purchase date. Our technical advisors can be reached at (800) 353-2267, Monday through Friday between the hours of
5:00 AM and 4:00 PM Pacifi c Standard Time.
CUSTOMER SUPPORT
The Customer Service Department provides support to Customers, Dealers, Product Distributors, Service Agencies and
Parts Distributors. They are responsible for resolving customer complaints. When evaluating a complaint they consider
the following:
AGE OF THE PRODUCT
SERVICE HISTORY
NATURE OF PROBLEM
COST AND EXTENT OF THE REMEDY
Periodically we may contact you for copies of repair invoices to help evaluate a customer inquiry. Our Customer Service
Department can be reached at (800) 793-0093 Monday through Friday between the hours of 7:00 AM and 4:00 PM
Pacifi c Standard Time.
ADVERTISING PROGRAMS
Dacor does not offer an advertising or co-op program.
SERVICE LITERATURE
Upon acceptance as an authorized service agency or parts distributor, Dacor will provide one free set of service and
parts manuals. Periodic updates will be provided at no charge. Additional sets are available for purchase. Service
literature must be ordered directly from Dacor. It is the service agencies responsibility to keep current literature on
Dacor products. Dacor will supply service updates (fi eld service bulletins) on a regular basis, at no charge, only to
authorized service agencies.
INSTRUCTIONS FOR SUBMITTING WARRANTY LABOR CLAIMS
Dacor warranty claims are processed and entered “online” at www.dacorservice.com. To begin processing your warranty
claims online, contact warranty administration or your regional technical manager to get your login and password.
CONSUMER AUDIT PROGRAM
All claims are subject to an audit by direct contact with the consumer, a fi eld service, sales representative or by other
means. Any claim for service and/or parts the consumer denies receiving or confl icting consumer technicians statement
of service performed will be charged back to the servicer. All complaints of fraud will be turned over to the appropriate
POLICIES AND PROCEDURES
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